PROFILE SUMMARY
Systems Administrator with progressive experience supporting small and mid-sized businesses in Managed Service Provider (MSP) environments. Extensive background administering Windows Server, Microsoft 365, Active Directory, VMware, Azure, networking and cloud technologies while delivering responsive remote and onsite technical support. Proven ability to troubleshoot complex infrastructure issues, manage multiple client environments, meet SLA commitments, and build lasting customer relationships. Known for strong technical problem-solving, clear communication, and delivering dependable IT solutions that improve system reliability and business continuity.
PROFESSIONAL EXPERIENCE
Managed Service Provider | Onboarding Engineer | February 2025 – Present
- Design, deploy, and configure scalable cloud and virtual infrastructure across Microsoft Azure, Nerdio, and VMware environments, including servers, host pools, and virtual workstations.
- Build and implement Microsoft 365 environments from the ground up, including Exchange Online, SharePoint Online, Microsoft Intune, Microsoft Entra ID (Azure AD), and Microsoft Purview.
- Lead technical onboarding projects for new clients by planning, deploying, and integrating cloud, network, and endpoint solutions while minimizing business disruption.
- Configure and deploy endpoint security solutions, including antivirus, anti-spam, endpoint protection, and Remote Monitoring and Management (RMM) platforms to ensure secure and compliant environments.
- Automate deployment and configuration processes through PowerShell scripting and workflow automation, improving deployment consistency, reducing manual effort, and increasing engineering efficiency.
- Serve as the primary technical resource throughout the onboarding lifecycle by conducting environment assessments, validating deployments, resolving complex technical issues, and ensuring successful client transitions.
- Troubleshoot advanced infrastructure, Microsoft 365, networking, virtualization, and endpoint management issues to ensure stable and reliable client environments.
Managed Service Provider | Senior Engineer | December 2022 – January 2025
- Provide Tier III escalation support for complex server, networking, virtualization and cloud issues.
- Design, deploy and support Microsoft-based IT environments for small and mid-sized businesses, including Windows Server, Active Directory, Microsoft 365, Azure (Entra ID), virtualization, networking and cloud services.
- Lead server deployments, Microsoft 365 migrations, network upgrades and virtualization projects while minimizing downtime and keeping projects on schedule.
- Configure and support Windows Server, Active Directory, Group Policy, DNS, DHCP, Hyper-V, VMware, Microsoft Entra ID, Conditional Access and multifactor authentication.
- Install and maintain firewalls, VPNs, switches, routers and wireless networks for single-site and multi-site client environments.
- Develop backup and disaster recovery solutions to protect critical systems and support business continuity.
- Coordinate with vendors and cloud providers to resolve critical issues and support infrastructure implementations.
- Mentor junior engineers and provide technical guidance on complex infrastructure projects.
Managed Service Provider | Application Engineer | August 2020 – December 2022
- Provided Tier II/III application and infrastructure support for 65+ managed service clients both remotely and on-site while consistently meeting SLA response and resolution targets.
- Reduced repeat support tickets through identifying root causes and implementing permanent fixes for recurring application and infrastructure issues to improve customer satisfaction.
- Assisted with Microsoft 365 and server migration projects completed with minimal disruption to client operations.
- Managed Active Directory user accounts, Group Policy, security groups and account provisioning while administering Microsoft 365 services, including Exchange Online, Outlook, Teams, OneDrive, and SharePoint.
- Installed, upgraded, tested, patched, and maintained business-critical applications, Windows operating systems, firmware, and software releases to keep client environments secure and reliable.
- Supported backup, disaster recovery, VMware, and Hyper-V environments by maintaining virtual machines, verifying backups, and assisting with system recovery when needed.
- Configured and supported TCP/IP networking, DNS, DHCP, VPNs, wireless networks, printers, and other network-connected devices across client environments.
- Created technical documentation, knowledge base articles, system configurations and standard operating procedures that improved consistency and knowledge sharing across the support team.
Managed Service Provider (Same as the one directly below, promotion) | Solutions Engineer | August 2019 – August 2020
- Designed and implemented IT infrastructure solutions for small and mid-sized businesses, aligning Microsoft technologies with each client’s operational and business needs.
- Planned and completed server migrations, workstation deployments, Microsoft 365 implementations and cloud migration projects while minimizing disruption to daily operations.
- Implemented and supported network infrastructure, including switches, routers, firewalls, wireless access points, VPNs and VLANs across client environments.
- Strengthened client security through endpoint protection, multifactor authentication, patch management, backup verification and access controls.
- Worked directly with clients before and after implementation to recommend technology solutions, answer technical questions and ensure successful adoption of new systems.
Managed Service Provider | Engineer | June 2018 – August 2019
- Provided onsite and remote IT support for dealership operations, troubleshooting Windows servers, desktops, applications, hardware, and network issues to minimize downtime and keep daily operations running smoothly.
- Installed, configured, and maintained Windows Server, Windows desktop systems and Active Directory, including user accounts, Group Policy, security groups, and access permissions.
- Assisted with server migrations, workstation deployments, hardware replacements, and other infrastructure projects while coordinating with vendors and internal teams to ensure successful implementations.
- Maintained backup and recovery solutions and automated routine administrative tasks to improve system reliability, reduce manual effort and support disaster recovery.
- Delivered responsive technical support to dealership employees and management while providing excellent customer service.
Managed Service Provider | Consultant | October 2017 – June 2018
- Consulted with small and mid-sized businesses to assess existing IT environments, understand operational needs and recommend technology solutions that are aligned with business goals.
- Conducted onsite infrastructure assessments and designed Microsoft-based solutions, including Windows Server, Active Directory, Microsoft 365, networking and file services.
- Worked with project managers, engineers, vendors and client stakeholders to deliver projects on schedule and within budget.
Managed Service Provider | Technical Account Manager | May 2015 – October 2017
- Served as the primary technical advisor for a portfolio of managed services clients, building trusted relationships and aligning technology recommendations with business goals.
- Developed roadmaps and lifecycle plans, recommending hardware, software, cloud and infrastructure upgrades that aligned with client needs and budgets.
- Prepared technical proposals, project plans, infrastructure documentation and executive summaries that helped clients make informed technology decisions.
- Partnered with sales and engineering teams to develop practical solutions, support project scope and recommend technologies that address operational challenges.
ADDITIONAL EXPERIENCE
IT Solutions Provider | Client Support Engineer
Wireless Telecommunications Company | Retail Lab Analyst, Senior Technical Support
Business Technology Company | Technical Analyst
Telecommunications Provider | NOC Technician
Medical Device Company | Deskside Support Technician
Engineering Consulting Firm | Senior Computer Support Technician
IT Services Firm | Network Engineer
Media Production Company | Assistant Producer
EDUCATION
Associate of Arts, Communication | Private University, San Antonio, TX
CERTIFICATION
Microsoft Certified Solutions Expert (MCSE) | 2003
Cisco Certified Network Associate (CCNA) |2004
TECHNICAL SKILLS
Microsoft Technologies
Windows 10/11 * Windows Server * Microsoft 365 * Exchange Online * SharePoint Online * Microsoft Teams * OneDrive * Microsoft Intune * Microsoft Entra ID (Azure AD) * Microsoft Purview * Azure * Active Directory * Group Policy
Cloud & Virtualization
Microsoft Azure * Nerdio * VMware * Virtual Machines * Host Pools * Azure Virtual Desktop (AVD)
Networking
TCP/IP * DNS * DHCP * SMTP * Ethernet * Fiber Optics * Routing * Switching * VPN Technologies
MSP Platforms
ConnectWise * Autotask PSA * Datto * Continuum * IT Glue
Automation & Scripting
PowerShell
Applications
Microsoft Office Suite * Adobe Acrobat * Adobe Creative Suite * Google Workspace * Zoom
